Scope of the webinar

• 75% of people who leave their jobs do so because of another person.
• 68% of customers stop doing business with any given business due to perceived disinterest/rudeness by staff.
• You will become more likeable and a peacemaker, not only to others, but to yourself.
• Conflict is a four billion dollar a year challenge! More than 20 million cases a year end up before a judge.
• Loss of productivity, emotional unrest, loss of relationships
• You will learn usable techniques and how to calm people during trying times.
• Improve your communication/people skills and keep peace.
• The ability to calm others is critical to the safety of all concerned
• It is also a matter of your own safety.

Topic Overview

• Today’s consumer is living in fear, and get angry and frustrated easily.
• Too often we allow them to ‘pull our strings’ and act negatively ourselves. These behaviors trigger expensive complaints and a hostile environment.
• Take responsibility for being a peacemaker and a communication specialist

Who should attend:

• Business Owners
• HR Department
• Company Executives
• Regional Supervisors
• Managers
• Sales Team
• Customer Service team members

What solution or benefit will the audience receive from the session?

• Learn
• To think before you speak
• To know your company policies and the hot spots
• How to be cool under fire
• Things you should NEVER say to a customer, team member.
• You will get a list of magic words versus fighting words.
• Plus, a list of things you should NEVER say
• Situations you haven’t thought of that can become issues
• Homework: Role play behaviors that are calming and create a win-win ending.

AUDIENCE OVERVIEW

Every team member deals with the customer and has responsibility for satisfaction/retention and the bottom line

Who should attend

• Owners
• Executives
• Regional Managers
• Sales, Customer Service and office staff
• Human Resources